Support Specialist (Complaints) with Dutch - Poland

Revolut; Polska; On-site; PLN 77,000 - 81,000; Full time

Job summary

Revolut is seeking a Customer Support Specialist to oversee complaints, ensuring fair, transparent processes and timely resolutions. You’ll work with internal teams and regulators, performing root-cause analysis and quality checks to uphold an outstanding customer experience.

The role focuses on delivering fair treatment and continuous improvement, with opportunities for career progression in a fast-growing fintech environment.

Qualifications

• Bachelor’s degree required; provisional certificate acceptable.
• 18+ months of customer service experience.
• Fluency in English (C1+).
• Fluency in Dutch (C1+).
• Ability to explain complex issues clearly.
• Strong numeracy, analytical and IT skills.
• Empathy and passion for helping people.
• Driven, self-motivated, proactive team player.
• Independent problem-solving approach.

Responsibilities

• Handle incoming formal complaints within the regulatory deadline.
• Identify, analyse, and resolve issues.
• Set up and improve internal procedures.
• Contribute to a culture prioritising fair treatment of customers.
• Organise and maintain a central archive of data, ensuring accessibility.
• Collaborate with Product and QA to ensure effective resolution.
• Take ownership of problems from end to end.
• Stay up-to-date with industry regulations and compliance requirements.

Skills

Bachelor’s degree

Customer service experience

English (C1+)

Dutch (C1+)

Clear communication

Numeracy & IT skills

Empathy

Drive & self-motivation

Independent problem solving

Education

Bachelor’s degree

Job description

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 70+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve nuestro mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Support Specialist to oversee complaints, creating a process that’s fair and transparent. You’ll be in charge of getting to the bottom of things, so you’ll have to work closely with other colleagues, both internally and externally, to always deliver an outstanding customer experience.

You’ll also be responsible for root‑cause analysis, quality control, and cooperation with regulatory bodies. And because we’re invested in your success, we want to offer you a range of opportunities as your career progresses at Revolut.

Up to shape what's next in finance? Let's get in touch.

What you’ll be doing

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analysing, and resolving issues
• Setting up and improving internal procedures
• Actively contributing to a culture where the fair treatment of customers is a priority
• Organising and maintaining a central archive of data, ensuring everything is recorded accurately and easily accessible
• Collaborating with various internal teams, such as Product and Quality Assurance, to ensure efficient and effective complaint resolution
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
• Staying up-to-date with relevant industry regulations and compliance requirements to ensure complaint‑handling processes adhere to legal and regulatory standards

What you’ll need

• A bachelor's degree (must be able to provide at least a provisional certificate)
• 18+ months of customer service experience
• Fluency in English (C1+ level)
• Fluency in Dutch (C1+ level)
• The ability to explain complex issues in an easy and understandable manner
• Great numeracy, analytical, and IT skills
• Empathy and love for helping people
• Drive and self‑motivation, with a highly flexible team‑player attitude
• An independent problem‑solving approach

Nice to have

• A background in retail customer service or insurance

Compensation range

• Poland: PLN6,900 - PLN7,300 gross monthly*

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience